I'm new in this community. I work as a Incident Manager in for a client with a lot of providers, then this client has a Service Desk in a company and Technical infraestructure in another company (my company).

The dude is the next: When a massive incident is produced, Service Desk generates a some tickets (around 10 ticket's until they decide that there is a massive incident), Service Desk moves all tickets (for example 10) to the technical tower of infraestructure, for example Wintel Systems, so we work in a massive ticket, but other tickets I don't know who is the responsible of associate those incidents to massive ticket?